2.4 Reputation score

Reputation score

In addition to NPS, we also monitor our corporate reputation. The independent Reputation Institute calculates the RepTrak pulse score for our Dutch operations, based on a representative sample of respondents from Dutch society. The score is determined based on opinions of different stakeholders, including customers and employees. Our reputation score in 2023 was stable at 67.0 (2022: 67.1). The score remained stronger than competitors in the sector, and we showed the most significant improvement in 'work environment'.

To further improve our reputation score, our focus remains on those areas in which we can make the most impact, including providing accessible, reliable and affordable postal services, customer experience and digital solutions, human rights and labour practices, and societal presence and responsibility.